Customer Service Manager

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

KATHY QUEEN

***** ****** ******** *****, **********, MD 20871

Home: 301-***-**** - Cell: 301-***-**** - **********@*****.*** Versatile Property Manager who brings an excellent blend of people skills and an ability to implement and enforce property rules and regulations effectively. Tenant and eviction laws

Budgeting

Financial budgeting and reporting

Customer service-focused

LIHTC and Tax Credit

Communication Skills

On going training with Grace Hill

Fair Housing

Leadership Communication

06/2002 to 08/2007Community Director

Centrum Management – Sterling, VA

Analyzed contract performance for bids, budgets and forecasts. Prepared program operating budgets, budget reports and other financial performance reports.

Assist in desktop audits for investors and owners. Developed, reviewed and submitted property operating and capital budgets. Maintained constant balance of property petty cash account. Maintained original leases and renewals for the management office. Completed final move-out walk-throws for tenants.

Introduced and monitored effective lease renewal programs. Verified that all customer complaints were handled promptly and appropriately. Trained and motivated leasing staff during bi-monthly trainings. Prepared specifications, solicited bids and approved subcontracts for building services. Communicated effectively with owners, residents and on-site associates. Maintained a sufficient number of units so that they were market-ready at all times. Followed up on delinquent tenants and coordinated collection procedures. Evaluated and recommended changes in rental pricing strategies. Carefully screened applicants for tenancy.

Handled disciplinary actions, performance appraisals and terminations. Delivered emergency 24-hour on-call service for any tenant issues. 09/2007 to Current Property Manager

Quantum Real Estate Management – Bethesda, Md

Completed final move-out walk-throws for tenants.

Introduced and monitored effective lease renewal programs. Carefully screened applicants for tenancy.

Analyzed and evaluated monthly and quarterly financial statements. Developed annual operating budgets and forecasts, as well as sales and marketing plans. Verified that all customer complaints were handled promptly and appropriately. Prepared specifications, solicited bids and approved subcontracts for building services. Trained and motivated leasing staff during bi-monthly trainings. Maintained a sufficient number of units so that they were market-ready at all times. Followed up on delinquent tenants and coordinated collection procedures. Evaluated and recommended changes in rental pricing strategies. Developed, reviewed and submitted property operating and capital budgets. Maintained constant balance of property petty cash account. Maintained original leases and renewals for the management office. Completed final move-out walk-throws for tenants.

EDUCATION

Introduced and monitored effective lease renewal programs. Carefully screened applicants for tenancy.

Maximized rental income while minimizing expenses through effective planning and control. Prepared specifications, solicited bids and approved subcontracts for building services. Trained and motivated leasing staff during bi-monthly trainings. Communicated effectively with owners, residents and on-site associates. Evaluated and recommended changes in rental pricing strategies. 1988 High School Diploma:

Damascus High School - Damascus, Md

1990 Certificate: Business Management

Germantown Community College - Germantown, Md

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